Improve customer service for your business

Good customer service is the best insurance for a business because it will help keep the clients you have and win you new ones. Here are some tips to bear in mind.

Be courteous

Being friendly and polite and listening to your customers will help them to feel valued when voicing their complaints or feedback. Allow customers to talk, rather than talking over them. Civility costs nothing and the benefits are immense.

Plain speaking

Give straightforward information to your customers and don't confuse them with jargon. You will most likely know more about your products than they do, so try to simplify and explain things in clear language.

Be contactable

Make sure you are easy to contact contact. List your telephone number, email address, fax and website address in all literature you send out, and on the website itself. Make sure you have a 'Contact us' link on every page of the website, in a prominent position.

Only commit to what you can deliver

Make sure your staff only promise customers what you can realistically deliver. For example, problems with a product or service may not be easily fixed. Be honest. If you can't solve the problem immediately, say so. Customers will tend to be more forgiving.

Avoid passing customers on

Don’t automatically pass customers from one department to another unless absolutely necessary, because this can be irritating.

Stay calm

Keep your cool when talking to customers. Concentrate on the resolution rather than the details of the problem, and never enter into a heated debate.

Have a look around the Direct Line for Business website for more business tips and get a quick business insurance quote while you’re there.

The information contained within this article is for general information purposes only, it does not constitute advice. Direct Line endeavours to keep the information up to date and correct but does not make any representation or warranties of any kind about its completeness, accuracy, reliability or suitability. Any reliance you place on the information is strictly at your own risk. Direct Line will not be liable for any direct or indirect loss or damage arising out of or in connection with the use of this information.